Head Service Delivery

AM Infoweb; Kalyani Nagar; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

AM Infoweb is seeking an experienced operations leader to oversee end-to-end service delivery for voice-based BPO operations. The role focuses on budgeting, strategic management, and expanding client engagements across global stakeholders.

Ideal candidates will have strong leadership, governance, and risk management skills, with exposure to healthcare or life sciences processes preferred and HIPAA knowledge considered an asset.

Qualifications

• Strong experience managing voice operations within the BPO/BPM industry.
• Proven experience handling large BPM client engagements.
• Exposure to managing global client relationships and international stakeholders.
• Strong understanding of business strategy, operational governance, and service delivery management.
• Excellent leadership, stakeholder management, communication, and decision-making skills.
• HIPAA certification will be an added advantage.

Responsibilities

• Prepare annual budgets and business plans aligned with objectives.
• Partner with unit heads to develop and execute account growth strategies.
• Identify new business opportunities within existing services.
• Lead end-to-end service delivery across voice-based BPO operations.
• Define and implement service delivery frameworks and controls.
• Drive process compliance, productivity, and cost optimisation.
• Coordinate with transition teams for resource planning and deployment.
• Manage workforce planning, infrastructure allocation, and tech rollout.
• Act as strategic interface for assigned clients and business units.
• Build and maintain relationships with global stakeholders.
• Conduct SLA reviews and drive corrective actions.
• Monitor profitability, utilisation, and costs.
• Identify operational risks and implement mitigation strategies.

Skills

Voice operations

BPM industry

Global client relationships

Leadership

Communication

Decision making

HIPAA certification

Job description

Roles and Responsibilities

Business Planning & Strategic Management

• Prepare annual budgets and business plans aligned with organisational and divisional objectives.
• Partner with business unit heads and account managers to develop and execute account growth strategies.
• Identify new business opportunities within existing service lines and support expansion into new services.

Service Delivery & Operations Management

• Lead end-to-end service delivery across multiple voice-based BPO operations.
• Define and implement effective service delivery frameworks and operational controls.
• Drive process compliance, productivity enhancement, and cost optimisation initiatives.

Resource & Transition Management

• Coordinate with transition teams for effective resource planning and deployment.
• Manage workforce planning, infrastructure allocation, and technology rollout.

Client Relationship Management

• Act as the strategic interface for assigned clients and business units.
• Build and maintain strong relationships with global stakeholders and leadership teams.

Quality & SLA Management

• Conduct operational and SLA review meetings with operations managers.
• Drive corrective actions to ensure SLA adherence and operational excellence.

Financial & Revenue Management

• Conduct monthly financial reviews with direct reportees and business unit leadership.
• Monitor profitability, utilisation, and operational costs.

Portfolio & Risk Management

• Identify operational risks and implement mitigation strategies

Desired Candidate Profile

• Strong experience managing voice operations within the BPO/BPM industry.
• Proven experience handling large BPM client engagements.
• Preferred domain expertise in healthcare or life insurance processes.
• Exposure to managing global client relationships and international stakeholders.
• Strong understanding of business strategy, operational governance, and service delivery management.
• Excellent leadership, stakeholder management, communication, and decision-making skills.
• HIPAA certification will be an added advantage.